I’m fine with an agent not being able to answer my question. But I expect them to be honest about it. Not to just ignore my questions.
So, when I received my latest shipment of powder, I only received 1 box instead of the 3 I ordered. I was seeking clarification on what exactly happened. I’d expect support agents to have the information needed available, or at least to know who to ask about it.
Here is what I asked:
So, um, could you clarify a few things?
You are out of version 1.8 of the powder, that’s why I didn’t receive my
full order. Right?
If so, why did you not notify me of the shortage beforehand so I could
choose how I wanted to deal with it? I rely on having enough Soylent,
running out is something I need to plan and budget for.
If I switch to a different flavor for my missing 14 pouches, will you be
charging me extra?
What flavors are in stock?
When will 1.9 be in stock?
This is how the agent replied:
Thanks for following up! We can confirm that we have sent you the full order as you can see on the slip and regrettably we are unable to locate why it was missing since we have limited control over a shipment once orders are in transit. I’m very sorry for any inconvenience this may cause and thank you for your understanding.
We will add charge to reflect with the price of Original Powder. However, if you prefer a refund, we will be happy to process it fully.
Also, we currently don’t have a concrete timeline as to when the Powder 1.9 will be available but we’ll make sure to update you as soon as possible.
Thanks for your patience. Please let me know if you have further concerns.
As you can see, they covered some of what I asked, but not all. And they did not respond to my questions directly.
When asking questions like I did, I expect to receive direct answers. Ideally I’d hope the person replying would quote me, and answer each question under the quote.